That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. The right outsourcer, of course, will ensure as few roadblocks and speedbumps as possible, but with collaboration, you can ensure long-term success. Here are the milestones you can expect along the way of implementing your outsourced customer care program.
After the agreement is signed, it’s time to get to work. And that starts with gathering leaders – on your side and on your new partner’s side. Alignment and investment from functional area leaders is going to be key to the success of this launch so involve the right folks from Day One of the implementation.
At the end of the implementation and tech kick-off meetings, you should have an overall project management map that will be the foundation for a seamless transition. These complex plans will include multiple concurrent initiatives. We will focus on a couple of big bucket items below = but assume these activities are unfolding alongside other milestones, not in a linear one step at a time fashion. (You can request our sample implementation plan here for full details.)
Frontline agents are the ones interacting with customers every single day, representing your brand faithfully. Building the right team of agents is an integral part of your outsourced customer care implementation plan. Once staffing requirements have been established based on forecasting, we turn to recruitment.
Training is another area where collaboration is key. The goal is to minimize gaps in knowledge transfer. Your learning design and training team should work closely with your outsourcer to develop, test, and integrate the training program and curriculum into the outsourcer’s world. In your collaborative approach, you’ll be working toward a full training plan that includes voice of the brand and cultural training – and you want trainees to understand how the work they will do fits in to your organizational goals.
Understanding with complete clarity what success measures are important for you as the client is the single most important aspect of the transition. Understanding what success looks like before we get out of the gate ensures your partner is focused on the right things. Robust reporting plays a vital role keeping you both aligned, accountable, and focused on outcomes and continual improvement
The final step, of course, is reaching your go-live date. Agents have finished training and testing, full network testing has been completed, and everything perfectly integrated. The first customer care contacts can start rolling in! From this point, good governance is the watch word. Commitment on both sides to a cadence of collaboration including weekly operations meetings, monthly calibration meetings, and quarterly business reviews that represent joint planning sessions with the goal of maintaining a mutually beneficial, long-term strategic partnership with your outsourcer.
How long your outsourced customer care implementation plan runs depends upon the size and complexity of your project. But no matter what, your new partner should be at your side every step of the way, making way for smooth sailing and addressing concerns head on.